1 effective business communication. 2 netiquette = e-mail & internet etiquette e-mail message -...
TRANSCRIPT
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Effective Business Communication
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Netiquette = E-mail & Internet Etiquette• E-mail message - No nonverbal
expression to supplement what we are “saying”.
• Normal communication takes into account tone of voice, gestures, and proximity
• Since this is absent – be very careful with email
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Email Addresses
What impression does yours leave???
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Email Contacts
• Organize contacts by first and last name
• Makes you much more efficient and professional
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Email Length?
• Brief and to the point• Preferably one page• Readers should not have to scroll
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Content
• Never use ALL CAPS• Watch for typos • Use normal capitalization and
punctuation• Use correct grammar & spelling • Avoid long sentences
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Replying
• Return emails in the same day that you would return a phone call
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Salutation
• Write a salutation or greetings for each new subject email
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Subject Lines
• Always use a subject line • Make the subject line meaningful• Example: “April 22 production
team meeting agenda” instead of “meeting”
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Signature
• Always use a signature or name at the end
• Includes alternate means of contacting you
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Wording?
• Use active words instead of passive
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Privacy?
• Emails = public documents• Only include those statements in
email that you can openly defend
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Attachments
• Attachments: Title needs to make sense
• Large attachments??
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Flaming?
• Never “flame” someone. • Flaming = virtual term for venting
emotion online or sending inflammatory emails.
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Sensitive Issues?
• Never send an email about sensitive subjects.
• Examples:• Disciplinary action• Conflicts about grades or personal
information• Concerns about fellow classmates/co-
workers• complaints
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Reply All??
• Be very careful
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Forwards??
• Do not over use the forward button
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Telephone Communication
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Impressions?
• How you conduct yourself on the telephone = face-to-face interactions
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Answering the phone?
HELLO
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Guessing Game?
• Identify yourself, office or organization in as few words as possible
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Tone
• Cheerful and considerate attitude toward each telephone caller.
• Smile when you answer or talk on the phone
• ***It will show on the other end.
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Identification?
• Give your name when the telephone is answered, before asking for the person you are requesting
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Mumbo Jumbo!!
• Enunciate your words very carefully
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Considerate
• Keep business conversations to the point
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Holding???
• Do not keep someone on hold more than 30 seconds.
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Leaving a message!
• Always leave your phone number if you ask someone to call you back
• Even if you think they have it
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Listening Well!!
• Listening is essential whether in person or on the phone
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Message Systems
• Make sure your voice mail or answering machine work properly
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Call Me Back!!!
• Always return your calls on the same day
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Timing?
• Think about the time when making a phone call.
• Not acceptable to call someone before 7-8 a.m. and after 8:30-9 p.m..
• Avoid meal times
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Opps!
• Never hang-up when you realize you have a wrong number
• Apologize and then hang up
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Ring Time?
• When calling someone, let the telephone ring a reasonable length of time
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Call Times?
• Calling a business at or very near closing time = inconsiderate
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Message Taking
• When taking a message• Indicate the time & date of the call• Caller• Information• Phone number• Person taking the message• Ask for correct spelling if necessary
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Never – ever!
• Never – eat, drink or chew gum on the phone
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Please leave a message!
• Leave a message when appropriate – especially with caller-ID, people will see you called so they should not have to wonder what you needed.
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Cell Phone Etiquette
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Can you hear me now?
• Maintain at least a 10 foot zone from anyone while talking.
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Never talk here
• Elevators• Libraries• Museums• Restaurants• Cemeteries• Theaters• Dentist or doctor waiting rooms• Places of worship• Auditoriums• Other enclosed public spaces (hospital
emergency rooms or buses)
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Emotions
• Don’t have emotional conversations in public – ever.
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Language – yes I can hear you too!
• Watch your language & tone of voice
• Others are watching and getting impressions of you
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Ring Tones!!
• Don’t use loud and annoying ring tones
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Multi-tasking??
• Never “multi-task” by making calls while shopping, banking, waiting in line or conducting other personal business.
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Personal vs. Business
• Never take a personal call during a business meeting.
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Text messaging
• Do not send text messages to someone else unless you have their permission to do so as they may incur a charge.
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Totally Inappropriate
• Never utilize a cell phone in something like a State FFA Convention session
• This would also include text messaging
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If you have too
• If you must answer a cell phone in a public setting, answer and tell the person to hold a minute while you remove yourself from the room.
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Manner Mode
• Always keep your phone on manner mode when in a public event such as a convention or meeting.
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Driving – not a good idea!
• Do not utilize a cell phone while driving or operating other equipment.
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Growing an extra ear!
• Do not grow too attached to your cell phone